I certainly sympathize and have had similar problems with electronic return policies but have to say that I have received the best customer service ever from Defender. We recently ordered a new Achilles dinghy from them, amongst a lot of other stuff, and the HP floor had a leak in it. We had at least six calls from Defender apologizing and expediting delivery of a new one even before we shipped the defective one back. Even after we had the new one we had follow up calls to make sure everything was OK. We had done business with them for years, but this was over and above what I would expect. I know you are not slamming them in general, just the return policy on electronics which I was not aware of (thanks for the heads up), but I had to speak up for Defender in general.
I would in general agree with you. Until today I had nothing but good things to say about them. They came through every time so far. This is why this situation is ever more surprising. Not only is their policy unclear, but people I've spoken to were not at all forthcoming with any help, and the unsolicited "lawyer" comment was just amazing. Defender would be a last place I expected that from.
Note, that when I called and asked to return a GPS they didn't really ask specifically whether it was used and how much. I was told immediately that they don't take electronics back if they were at all opened or tested. That's not what their policy says.
Anyway, may be electronics is just not their primary business - and it's something to keep in mind. But the sneaky and (in my view) dishonest return policy is not really forgivable.
Like I said - I will give them a ($380 worth of) benefit of the doubt for now, but this in my view is a pretty big black mark on what so far, in my experience was a perfect reputation.
If it were a run of the mill shady internet store - I wouldn't even make a peep, I'd just post the GPS on eBay and sell it to someone who likes it.
May be they changed owners or something?